Santhosh Lakshman

• As Branch Supervisor at Tawfeeq Travel, I oversee the TMC and online booking tool, driving operational productivity and delivering exceptional service to clients
• Recognized as a Top Performer in 2018, 2020, and 2021, I have a proven track record of achieving measurable results
• Some of key accomplishments include: Assisting customers in booking flights, hotels, and other travel arrangements
• Provided prompt and accurate information regarding fares, flight schedules, and travel policies
• Resolved customer issues and concerns, ensuring high levels of satisfaction
• Processed ticket exchanges, cancellations, and refunds in accordance with airline guidelines
• Participated in continuous learning opportunities, including Airline Basic Tariff courses
• Achieved a significant 20% increase in sales, surpassing revenue targets and contributing to the company's overall growth
• Achieved a team productivity increase of 30% by implementing performance metrics, setting clear goals, and providing regular feedback and support
• Demonstrated exceptional customer service skills by handling and resolving over 100 customer complaints, resulting in high customer satisfaction and retention
• Maintained high-quality service levels, consistently meeting industry standards and achieving a customer satisfaction rating of 95% or higher in the most recent performance evaluation.
• Collaborated closely with marketing teams to create promotional materials highlighting unique travel experiences available through our agency''s offerings.
• Consistently exceeded sales targets by proactively identifying opportunities to upsell or make additional recommendations based on client preferences.

· As a Senior Travel Consultant, I provided end-to-end travel solutions and managed operations to ensure exceptional customer experiences

· Led a portfolio of more than 30 corporate, walk-in, and personal clients, consistently delivering high-quality services

· Managed day-to-day operations including reservations, holidays, visas, and finance/accounts, meeting local government and IATA standards

· Developed and maintained strong relationships with corporate clients, airline managers, and associated facility representatives, resulting in repeat business and positive feedback

· Coordinated with hotels and other service providers to create customized tour/travel packages, meeting client requirements

· Managed complex international travel arrangements, ensuring smooth and seamless experiences for business travelers.

• As Travel Consultant, I provided comprehensive travel services to corporate clients, ensuring smooth travel arrangements and exceptional customer satisfaction
• Prepared overseas and domestic travel itineraries for corporate clients, managing all aspects of their travel needs
• Successfully provided exceptional customer service, resulting in a high client retention rate and positive feedback
• Achieved 95% accuracy in the processing of travel documents, ensuring compliance with visa and immigration requirements.